Field Service Supervisor - Kentucky

Adaptec Solutions is a top ten, North American integration partner engineering diverse material handling and automation solutions with lifecycle service support for manufacturing, distribution, and warehousing companies.

In compliance with pay transparency requirements, the wage range for this role is $38 to $45 per hour. The hourly rate range provided is a general guideline. When extending an offer, Adaptec Solutions considers factors including but not limited to experience and geographic location. Adaptec Solutions also offers a variety of benefits including generous paid time off (PTO), 11 paid company holidays including your birthday, health, dental and vision insurance, HSA/FSA accounts, 401(k) match, short-term/long term disability coverage and basic life/AD&D insurance and education assistance.

Adaptec Solutions provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

JOB SUMMARY:

Reporting to East Regional Manager, this position is an important leadership role and part of the Lifecycle Services department. The role should be located within the assigned territory the incumbent will be leading. The position is responsible for directing service operations management, customer experience and providing hands on technical leadership for assigned territory. This role is a working supervisor. The following are a few of the key areas of focus:

• Lead the operational execution of service in assigned area.
• Lead the development and maintenance of a world class customer experience.
• Lead Service Technician development and training
• Provide hands on technical leadership
• Perform service work

It is expected that the incumbent will be a strong team player and will work collaboratively with all employees. This position has the following direct reports:

• Service Technicians assigned

This role has responsibility for ensuring efficient and timely execution of service work in alignment with customer expectations for assigned territory.

This position will work closely with the other Supervisors and Territory Managers to share resources where needed ensuring optimal work force utilization while maintaining customer expectations.

This position will work closely with the Strategic Accounts Manager to keep a pulse on projects occurring in territory and service sales opportunities resulting from equipment installations.

This position will work closely with the Regional Manager on sales opportunities ensuring clear communication on customer projects, equipment opportunities and the general pulse of the customer.

JOB DUTIES & RESPONSIBILITIES:

• Lead assigned service territory execution.
• Continuously coach and mentor direct reports
• Provide continuous feedback to training team to support enhancement of training programs.
• Manage personnel time approvals, PTO approvals ensuring continuous customer support.
• Provide technical support or solicit technical support for technicians on material handling products.
• Provide hands on technical leadership at customers with junior technicians where needed
• Lead safety meetings and toolbox talks maintaining a culture of safety.

• Manage team development and training ensuring constant development of technical abilities and compliance with customer safety training.
• Support administrative staff on the details required for the office to provide quote for training, repair, and inspection/PM services
• Serve as site lead on major projects as required.
• Perform hands on technical work at customer facilities.
• Maintain greater than 85% utilization of team.
• Maintain awareness of down customers in assigned territory ensuring all possible action is being taken to return customer to full service.
• Serve as customer liaison for customer meeting requests, issue resolution, site visits, sales and more.
• Work in collaboration with other Territory Managers to share resources where needed in alignment with customer needs and workload.

EDUCATION and/or EXPERIENCE:

• Two-year college technical degree in Automation Maintenance, Electrical Technology, or Mechanical Technology or equivalent experience.
• A minimum of five years’ experience in a field service environment is required.
• Experience training technical employees in best practices and leading complex projects
• Five years of work experience in a material handling maintenance environment, preferably with a combination of conveyors and overhead cranes/hoists.

SKILLS AND CHARACTERISTICS NECESSARY TO PERFORM THE JOB:

• Computer proficiency including word processing, spreadsheets, and generating reports using standard software applications.
• Strong knowledge of field service principles and practices, customer requirements and technician requirements.
• Knowledge and understanding of preventive maintenance programs, OSHA regulations, customer protocols and repair processes and procedures across company product lines.
• Analytical, critical thinking, negotiating, managerial, organizational, decision-making, conflict resolution, and problem-solving skills.
• Working knowledge of industry field service and installation processes and requirements.
• Ability to read plans, specifications, and schematics.
• Demonstrates organizational and project management skills, including ability to set and manage multiple priorities, and to set and meet deadlines.
• Excellent written and oral communication skills to interact with diverse internal and external groups.

SKILLS AND CHARACTERISTICS NECESSARY TO PERFORM THE JOB, cont.

• Skilled technical background in material handling equipment inspections, troubleshooting and repair
• Ability to multi-task
• Detail oriented demonstrating an ability to capture all the key information daily to develop and maintain strong training programs.
• Knowledge in Basic Equipment and Machinery. This position regularly uses a computer, printer, copier, telephone, scanner, and a calculator.
• Knowledge in various Computer Software like Microsoft Word, Outlook, PowerPoint, Excel, company ERP systems, and AutoCAD.